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The PETER-SERVICE IVR server provides for the automation of customer service processes by offering a voice interface for the PETER-SERVICE SCC subscriber self-service center, or directly for the telecom operator's information resources by means of editable voice menus system. Thus the subscriber can promptly receive the information he/she is interested in, check the payment operations and manage his/her account in the billing system without calling the Customer Service department.
PETER-SERVICE IVR interacts with the following systems:
- the billing system by calling SC (Self Care) operations. There exists a possibility to edit user functions for calling SC operations. This allows of flexibly changing the application business logic, expanding its functionality without disturbing the IVR server executable modules.
- the telecom operator's phone network by using E1 trunks by the PRI ISDN or SS7 protocols. Every IVR server supports up to four E1 trunks. IVR servers function independently from each other. In case one of the servers fails the remaining servers continue operations automatically.
- flexible set-up for serving subscribers: the menu structure and user functions are realized as open interfaces, which allows of changing the menu and operating logic in accordance with the telecom operator's needs;
- delimitating access to the menu for different subscriber groups: depending on the conditions the IVR allows opening/closing access to a certain menu functionality for a certain subscriber in a real time mode;
- interactive subscriber services: the subscriber can receive information on his/her account, detailed calls record, payments entered to the account; generate accounts payable; make promised payments and pay by express cards; block or unblock the account; manage another personal account; protect information from non-authorized access;
- service management: the subscriber can manage such services as voice mail, fax, show/hide ID, divert call, wait/hold call, do not disturb, call transfer, mobile office, conference, SMS, international/national call, information services, "favourite numbers", tariff plan change;
- autodial for subscribers (Autodialer): at a set time and under set conditions (e.g., when nearing the service discontinuation threshold) the Autodialer calls the subscriber and replays the pre-recorded message;
- voice mail: the subscriber is provided with a voice mailbox allowing to listen to, keep and delete messages. The subscriber is informed of a new message having arrived by a voice call or SMS;
- supporting telecom equipment produced by Intel-Dialogic (ISDN, SS7 and VoIP);
- high-speed access from a mobile phone: the subscriber can dial the IVR entrance number on his/her mobile phone and then the number of entrance to the menu item he/she needs;
- access from a roaming zone or from a city phone: one should dial the dedicated full number and enter a 10-symbol number and the password.
- Load balancing and fault resistance: the possibility to configure IVR servers symmetrically allows for replacing units and configuring in a hot mode. This provides for operating 24 hours a day 7 days a week even if some components fail;
- Scalability: the performance rate increase when new equipment is added is predictable;
- Flexible configuration and open interfaces: the customer can change the menu structure and business logic without the developer's assistance;
- Service continuity: the menu structure, business logic and parameters can be easily set up without suspending services to customers;
- Analytic reports: call statistics can be accumulated in order to generate reports and localize problems. The adjustable statistic reports will help avoid the risk of missing the right moment to make decision on system expansion;
- Dynamic resource distribution: when subscribers are to be called by phone, PETER-SERVICE IVR provides the Autodialer with necessary resources at the expense of other applications without blocking their functioning
- Efficiency: to quickly react to emerging problems information on the condition of telephone channels and database can be received in the on-line mode.
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